Help Desk Staff

Location: Remote 

Required Clearance: Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).  

Certifications: N/A

Required Education: HS Diploma/GED

Required Experience: Five (5)+ years of experience in supporting Information Technology.

Position Description:  

PingWind is seeking Help Desk Staff who support triage meetings with the stakeholders to coordinate and collect additional information relevant to the issues identified by the end-user. Receives telephone calls and emails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail, or operating systems. Help Desk Staff shall be the first point of contact for all customers’ concerns and issues they may be having. The Help Desk Staff will handle customer complaints, provide appropriate solutions and alternatives; include follow-ups to ensure resolution. Keep records of customer interactions, process customer accounts and file documents accordingly.

Typical Responsibilities/Tasks:

•Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems. 

•Studies and resolve computer software and hardware problems of users. 

•Acts as contact for users having problems using computer software, hardware, and operating systems. 

•Determines whether the problem is caused by hardware, software, or system. 

•Answers questions, applying knowledge of computer software, hardware, systems, and procedures. May perform incident management activities for categorizing and entering tickets into the tracking systems. 

•Experience helping customers with product-related inquiries, assisting with technical problems, advising them on product usage, and proactively engaging with customers to ensure their happiness.

•Respond to customers. 

•Troubleshoot customer issues, and determine the best solution based on customer details. 

•Provide technical support to customers, train customers, maintain documentation and follow up with the customers, as needed.

•Possess good problem-solving, analytical, and team-work skills, as well as excellent communication and interpersonal skills. They should also be open to learning new technologies. 

•Ability to perform complex technical tasks.   

•Strong technical understanding of Information Technology systems and services supported and provided in the PWS.   

•Excellent organizational skills   

•Excellent written and verbal communication skills. 

• Required to have and maintain a Non-Sensitive / High Risk (Public Trust) security clearance (Tier 4/6c).  

• Bachelor’s Degree

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cyber security, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified with offices in Washington DC and Northern Virginia. www.PingWind.com 

Our benefits include:

·Eleven Federal Holidays

·Paid Time Off accrued each pay period

·Parental Leave

·Three medical plan choices with generous employer contribution

·Dental and Vision Insurance

·Company paid Short-Term and Long-Term Disability

·Company paid Life and AD&D Insurance

·401k with competitive matching and vesting schedule

·Continuing education assistance

·Short Term / Long Term Disability & Life Insurance

·Medical, Dependent Care and Commuter Flexible Spending Accounts

·Employee Assistance Program 

·Wellness benefits include Calm Health app and WellHub gym subsidy (formerly GymPass)

·529 College Savings Plan

·Legal Insurance

·Pet Insurance

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law